Job Description

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Help Desk Manager (Tier II) for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements. Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).

The Help Desk Manager (Tier II) for the DOJ CIV Help Desk and IT Support Services is responsible for managing desk-side support operations at customer Washington DC locations with customer coverage hours M-F 7:30-6:00PM. The Manager will lead a team supporting approximately 1700 work orders monthly and demonstrate competency in technical areas preferably as a Microsoft Certified Professional (MCP) to ensure that service desk resolution addresses customer IT software and hardware requirements with a foundational and appropriate technical skillset. The Help Desk Manager (Tier II) will possess advanced skillsets to assist with resolution of complex issues.

Key Tasks and Responsibilities

Manage Tier II deskside service delivery

• Ensure that responses are technically accurate, leverage customer documented guidelines and standard operating procedures (SOPs)
• Ensure team is meeting contract SLA standards
• Track tickets in IT Service Management ticketing system, ensuring properly documented and closed per SLAs
• Escalate tickets to appropriate Tier level for issue resolution when required
• Provide feedback on issues for development of the customers resolution knowledge database
• Manage and monitor problem ticket trends and perform analysis to determine changes in level of support required
• Ensure that services are performed at an acceptable level of quality
• Provide training and/or coordinate training for service personnel
• Participate in daily meetings and provide updates on team performance and progress
• Ensure personnel wear proper attire required for service area supported
• Create, analyze, and provide reports from the Automated Call Distribution (ACD) system and ITSM Tickets System
• Schedule use of contract vehicle for transportation of hardware, if required
• Ensure work practices to secure and safeguard all Government provided property and data
• Serve as the single point of contact for Tier 2 issues.

Tier II Deskside Support

• Perform Deskside IT services at the Government’s facilities located in Washington DC area
• Provide remote and on-site troubleshooting and resolving IT issues related to hardware and software, performing ticket documentation and quality assurance checks of assigned tickets.
• Provide advanced service support and service delivery functions, follow procedures, support customer IT needs via remote access and desk-side support
• Perform installation of hardware and software
• Resolve tickets escalated to Tier 2; ticket resolution may require providing desk-side support to end users.
• Install, monitor, troubleshoot, replace, and support, VDI, end user equipment (terminals, printers/printer consumables, MFDs, MFD consumables, mobile devices, VTCs, scanners, VoIP phones, thin-clients, etc.), local area network (LAN) and WAN, data storage systems, Active Directory, and other third-party software
• Work with “VIPs “providing a “white glove” in-person and remote service that consists of in-depth familiarity with people, processes, and environment. Proactive and prompt issue management and resolution. Act as single point of contact for VIP to provide status updates
• Monitor and update status of all incidents and service requests, including tasks assigned to external suppliers/vendors
• Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted
• Travel to all customer sites in the national capital region (NCR) as needed for break/fix tickets
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement, and personnel escort.
• Test hardware or software functionality to ensure operational status prior to providing to end user
• Document process and procedure changes
• Complete hardware or software deployment(s).
• Coordinate the logistics of and conduct the movement of assets and equipment to various customer facilities per details provided in support ticket.
• Maintain an organized resource/hardware customer furnished storage room, retrieve items when requested
• Perform preventative maintenance on equipment (Thin Clients, two factor authentication mechanisms, PIV card readers, etc.)
• Resolve customer issues relating to software and equipment problems by fixing Thin Clients and other GFE consumer electronics

VIP IT Concierge Support

• Provide dedicated IT support to VIP customers at specific office location and serve as the single point of contact (POC) for all technical issues for VIP personnel in the Office location
• Accept VIP personnel issues reported directly, bypassing the Tier 1 call center, and file tickets in the ITSM ticketing system
• Perform IT system checks to ensure equipment is operational
• Provide a daily end-of-day report that lists tasks completed, the time spent on them, the challenges faced, and the successes achieved
• Check conference rooms every morning to ensure that the equipment is in the appropriate location and operational.

Cleared Deskside Support

• Provide IT and helpdesk support to customers located in restricted Government spaces
• Troubleshoot and resolve IT issues related to Unclassified and Classified hardware and software
• Keep an up-to-date asset inventory of GFE/P within the restricted spaces in the provided ITSM system
• Travel to all Customer sites in the NCR where restricted space exists, as needed, for break/fix tickets
• Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort in restricted space.
• Coordinate the logistics of and conduct the movement of assets and equipment to Civil Division restricted spaces.

Job Requirements: